1. Genesys – Business Overview
FINmedia Conference, June 21st 2006

2. Company Facts #1 Contact Center and Open IVR Software Provider
100% contact center software focus
1,400 employees
3000+ customers
Sales in more than 80 countries in 45 offices
More than 300 partners worldwide

3. Proven with Industry Leaders
The #1 market leader in each of 25 different industries uses Genesys
10 of 10
Top telecommunications companies use Genesys
TOP 2
Top automakers use Genesys
3 of 5
Top airlines use Genesys
Fortune 1000
3 of 5
Top banks use Genesys
3 of 5
Top computer companies use Genesys
3 of 5
Top utilities companies use Genesys
4 of 5
Top healthcare companies use Genesys
5 of 10
Top securities companies use Genesys
5 of 10
Top insurance companies use Genesys

4. World Class Customers
Manufacturing
Retail
Financial Services
Telecom

5. Recognized as worldwide leader in CTI

6. Call Center Directions
Then: call centers were tactical
Standardize service
Cost center – not a revenue driver
Not aligned with business objectives
Now: call centers are strategic
Call centers drive new revenues
No longer isolated silos but integral to business strategy
Business results are directly linked to customer experience and efficiency
Before getting into some actual customer examples, I wanted to first touch upon what we have seen collectively from all of our customers. This isn’t just Genesys’ vision – this is what we have seen and heard from our customers.
In the past we have seen that call centers were tactical. When you look back the first call centers were set up for two essential reasons: one was to standardize service. It might not have been good service but it was consistent. Maybe everyone was on hold for an hour – including your best gold customers. The other reason that is fairly obvious was to cut costs. And were they successful? They met these two objectives but these objectives were short-sighted and let to two problems: Frustrated customers and these tactical objectives were not aligned with where the business objectives and where management wanted the company to go. with impact but impact not aligned with bigger business objectives
Today, we are seeing a definite shift and transition has taken place. Call centers now are much more strategic. Some companies run their business with a call center as the primary business driver – 1800flowers is a great example. Companies want to drive new revenues and call centers are no longer isolated silos. Why are enterprises seeing call centers as more strategic? We’ve seen 3 key issues driving this…
Drive revenue, reduce costs, and improve quality

7. Optimizing Quality, Cost and Revenue
Have you had to choose one of the 3?
What if you could optimize all 3?
With Genesys you can…
Genesys lets you …
So how do you get to all 3? In the past, customers have had with their call center to choose from one of the three. [FIRST 3 BUILDS CLICK NOW]
Was it going to be minimize cost OR maximize quality OR maximize Revenue [NEXT BUILD ON SLIDE]
But what if you could have all 3? What if you could optimize all 3? [NEXT 2 BUILDS]
With Genesys you can. Genesys lets you optimize quality, cost and revenue: Genesys allows you to Stop Customer Frustration, Drive Contact Center Efficiency, and Accelerate Business Innovation. [FINAL BUILDS]
Lets take a look at some examples…

8. Genesys Solutions Framework Business Process Enterprise Routing
Fax
Phone
Mail
Web
Wireless
Enterprise Routing
Framework
Internet Contact
Outbound Contact
Workforce Management
Business Process
Routing
Network Routing
Voice Portal

9. Moving from disjointed Interactions, People & Information…
CRM
ERP
Other Data Stores
Call - Outbound
Outsourcer
SMS
Agent
Supervisor
Branch
E -mail
This picture illustrates the concepts of disjointed interactions. For example, outbound or inbound telephone calls can be sent or received anywhere around the world and typically occur in a disjointed manner. The same can be said for other interactions such as s, text messages from mobile phones, websites, speech self-service systems, documents, and so on.
Similarly if you look at human resources – people – these resources can be disjointed in handling interactions. People can respond to interactions in the call center as a contact center agent, as a supervisor, as an offsite specialist/expert who is not part of the contact center (like a tax expert), and people can even be not only out of the country but even outside your enterprise as an outsourced resource.
Finally, Information resides throughout the enterprise about your customers – information that is not leveraged to provide interactions. This includes CRM systems, ERP systems, or other data stores, databases or data warehouses.
Calls - Inbound
Web
Speech
Specialist

10. … to software that ties everything together
Interactions
Other Data Stores
Call - Outbound
Outsourcer
SMS
Agent
Supervisor
People
Branch
ERP
E -mail
To reach the business imperatives discussed a moment ago what is needed is software that ties everything together . . .
Information
Calls - Inbound
Web
Speech
Specialist
CRM

11. Genesys Express – make it simple
Integrated Product Suite
Centralized Management
Intelligent Routing of Customer Interactions
Agent Desktop
Management
Business-Oriented Historical Reporting
Real-Time Monitoring
Voice Processing
Model Environment
Migration for Future Growth
PBX
Supervisor
Desktop
Administrator
Desktop
Single Screen/
Application
Agent
Desktop

12. Gplus adapter for MS CRM 3.0
Dramatically increases productivity of customer care
Finally supports Media Routing (CRM , Preview Outbound, Work Item routing)
Customer information displayed
Inbound Voice Calls
Screen Popup, phone control directly from the application – new CTI Toolbar and Taskbar
Automated interaction history
Single sign-on with Active dir.
Released on May 10th 2006
Link to related customer account information displayed

13. Sales model and competence
purely indirect in Europe
SOFTWIN – strategic Genesys partner in Romania
great integration skills
wide customer care – oriented portfolio focus
existing references
rapidly growing on the contact center market
Genesys Professional Services team available in Europe
to assist with a large projects
provide “supervision”
assist our local partners

14. Genesys Running @ Lufthansa
Who is Lufthansa?
German airline company
Funding member of the world’s biggest airline grouping, the Star Alliance
8 contact centers worldwide
Existing Enterprise Routing over Avaya Definity G3 PBXs
Business drivers
Centrally manage self-service, parking and routing of calls (Optimize call routing)
Reduce telecom and infrastructure cost
Solution: Genesys Voice Platform Network Edition (300 ports - SIP)
Managed service offering from T-Systems)
Gains
20% calls are self-serviced in the network
Toll bypass as calls are routed from the network to the premise using IP VPN/backbone
8 contact centers worldwide (Frankfurt, Kass, Berlin, Dublin, Melbourne, Cape town, Los Angeles, Peterborough)
Basic call flow scenario:
800 PSTN calls are first routed to a media gateway and converted to IP, then qualified by GVP
If a live agent is needed, the IP call is routed to the agent using an IP VPN/backbone
At the premise, the IP call is routed to a premise gateway and converted to TDM before hitting an Avaya definity G3 TDM-based PBX.
Media gateway in front of GVP NE is Sonus
IP VPN/backbone to transport IP calls to one of the 8 contact centers with a media gateway in each country to translate IP calls to PSTN
Prior to the GVP NE implementation, Lufthansa was using a Telenet Multi-Voice IVR at each site for call qualification and call parking.

15. Genesys Running @ CartaSi
Who is CartaSi?
Credit card market leader in Italy (7.5 million cardholders)
Existing Genesys over Avaya customer
Business drivers
Manage growing inbound call volume by deploying additional agents
Increase overall quality of service
Solution: Genesys IPCC
Gains
16 million calls per year
97.5% first call resolution
87% of calls answered within 20 seconds
What is CartaSi?
CartaSi is the leader in the market of credit cards issued by banks in Italy. In 2002 the number of active credit cards has reached 7,5 million, equal to a 37% of the total Italian credit card market. Today, CartaSi is the most widely used credit card in Italy (over 880 member banks) and is accepted all over the world, thanks to its connection with international networks such as Visa and MasterCard.
Business drivers
On January 1st, 2002, when Euro notes and coins were introduced in Italy, a lot of consumers were confused by the new currency and decided to use their favorite credit card instead. As a result, the CartaSi contact center experienced an unexpected amount of inbound calls of consumers asking for information regarding their last credit card statement.
Their business drivers for Genesys IP Contact Center were the following:
Manage the growing inbound call volume by deploying additional agents in Rome
Reduce telephone/data connection costs between Milan and Rome
Maintain a unique PSTN connection in Milan (toll free number)
Centralize all the infrastructure in Milan to reduce the investment and managing costs
Increase the overall quality of service
Maintain the current average time to answer
Reduce the number of abandon calls
Deploy the best-of-breed technology
CartaSi is the reference for all Italian banks
How do they use it?
CartaSi was an existing Genesys over Avaya customer when they decided to investigate the right technology to use to deploy their new contact center location in Rome. IP was the natural choice. CartaSi decided to choose Genesys over Avaya because of Avaya very expensive total cost of ownership. CartaSi was looking for a software only solution running on off-the-self hardware without any footprint on the remote locations. For example, in Rome, there are only a data router and the agents’ personal computers, no additional hardware at all.
CartaSi environment consists of two sites (Milan and Rome) that represent about 400 customer sales representatives. Half of them are traditional contact center agents running on the Avaya PBX and the other half are pure IP agent running on the Genesys IPMX softswitch.
CartaSi contact centers offer a 24x7 operation with about 16 million inbound calls per year.
One Avaya Definity G3 PBX and Genesys IPMX collocated in Milan.
Genesys solution: IPCC, Voice Web Application Platform (as a premise IP IVR with 240 ports), Reporting real-time (CCPulse), historical (CCAnalyzer) and custom reports.
PeopleSoft/Vantive front end application.
IP agent workplace is only made of a desktop, H.323 client softphone and headset with USB connector.
All Genesys servers are running on UNIX for optimum reliability.
Homegrown agent monitoring and performance measurement tool that collects data directly from CC Pulse and Call Concentrator.
Gains
Genesys IP Contact Center allows CartaSi to:
Deploy a new contact center site (with 150 IP agents) in a record time frame (2 months only)
Increase their service level
97.5% of answered calls
87% of answered calls within 20 seconds
Route incoming interaction to a traditional or an IP agent depending on their availability or skill-set.

16. Genesys Running @ Ministry Of Social Development
What is MSD?
Government agency serving more than one million New Zealanders for social services
Largest commercial Cisco IP Telephony implementation in the world (8,500 IP phones)
Business Drivers
Seamlessly migrate their Nortel DMS-100 based contact center to IP
Virtualized resources across 5 different locations
Solution – Genesys IPCC (Cisco CM)
What is Ministry of Social Development?
The Ministry of Social Development (MSD) is one of New Zealand's largest government departments. MSD provides case management for the unemployed and those seeking jobs and also administers student allowances and loans, New Zealand Superannuation, Veterans and War Pensions, and a range of specialist functions such as the Community Services Card and financial means testing for long stay care subsidies. MSD is made of a single advanced network infrastructure supporting 8,000 employees across 210 offices.
Business drivers
MSD was already using IP telephony for the majority of the organization since October 2000 and the next step was to migrate their TDM-based contact centers to IP, leveraging Genesys that was already in production.
Their business drivers for Genesys IP Contact Center were threefold:
· Cost savings
o Close its voice network and moving all traffic to an enhanced IP data network
o Eliminate long-distance call charges by keeping traffic local to IP network
· Simplified administration
o Virtualize all the distributed resources into one central asset to better manage customer interactions
o Centrally manage Moves, Adds, and Changes via an automated user management system.
Allows very fast implementation of new contact centers or new agents at disparate locations
Advanced Applications
The IP environment offers MSD the opportunity to quickly add and distribute advanced applications such as Natural Language Speech Recognition (NLSR) and voice recording
Enable an “agent anywhere” functionality where any member of the network can technically become a member of the contact center with very little effort.
How they use it?
MSD is one of the world’s largest IP telephony implementations with 8,500 IP phones in production. MSD contact center environment is in the process of migrating from a Nortel DMS-100 to Cisco CallManager clusters and consists of four core sites (Auckland, Hamilton, Wellington and Christchurch) representing 350 agents and multiple additional contact centers comprising another approximately 750 agents at any one time. They currently have 120 seats deployed in a proof of concept pilot, with plans to expand in the coming years to Note that MSD is effectively a service provider offering contact center services to all of their (internal) government agencies. MSD has been able to "turn on" this IPCC service as demand requires. MSD is using Cisco CallManager and Cisco Music on Hold Server and a pre-software version of the 7.0 T-Server for Cisco CallManager. They are still investigating what they want to use for Collected Digits - maybe Genesys VWAP or T-Server for Cisco CallManager v4.0 (target availability date Q1 04) which will support Collected Digits.
MSD manages today approximately 20,000 inbound calls per day.
· Cisco CallManager clusters (Cisco MCS7845) with Cisco 7960 IP phones
· Genesys solution: IPCC, and Reporting real-time (CCPulse), historical (CCAnalyzer) Call Concentrator and custom reports.
· Customized softphone per client (Interactive Desktop Application (IDA))
Gains
MSD has quickly implemented 120 agents across the network with a high level of intelligent routing. The pilot has entailed configuring and removing a number of agents at short notice. The cost of delivering the service to the desktop, the speed of implementation and the added functionality have all added value to the operation. This is just the first step in a probable production rollout of more than 1000 agents with the addition of IP call recording and NLSR.

17. Thank you